Technical Account Manager

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Act as the primary technical support engineering liaison for key customers.

• Provide assistance to customers during Central hours, from 9am to 6pm CT.

• Handle customer-generated cases and resolve intricate technical issues that may have significant and widespread implications.

• Offer proactive guidance to customers utilizing Twilio technologies.

• Suggest enhancements to reduce the likelihood of business-disrupting downtime in customer environments.

• Address customer concerns and relay feedback to Twilio's Product and Engineering teams.

• Collaborate with developers, architects, and support staff from customers and partners to tackle complex issues.

• Work alongside team members and Product and Engineering teams via Slack.

• Log JIRAs to document reproducible bugs.

• Analyze customer trends, identify patterns, drive enhancements, and communicate findings to management to refine the support process.

• Occasionally travel for project or team meetings in person.

⛳️ Requirements

• Over 4 years of relevant experience.

• Strong understanding of RESTful technology.

• Previous experience working with APIs.

• Ability to comprehend and troubleshoot cloud-based solutions.

• Extensive capabilities in diagnosing server-side code including Java, Node.js, PHP, C#, and Python.

• Proficient in troubleshooting client-side JavaScript.

• Solid understanding of React and Redux.

• Experience resolving network connectivity problems.

• Knowledge of TCP/UDP and basic concepts of SSL/TLS.

• High proficiency in communicating intricate technical issues to both technical and non-technical audiences via phone or email.

• Comfortable assisting customers' developers with Twilio helper libraries.

• Advanced time management skills.

• Ability to perform well under pressure.

• Skilled in developing workflows to enhance troubleshooting efficiency while adhering to standard processes and procedures.

• Excellence in prioritizing tasks and assessing situational urgency.

• Interest in utilizing customer feedback to identify and promote product improvements.

• Passion for engaging and collaborating with other departments at Twilio.

• Demonstrated commitment to the customer experience.

• Experience managing dedicated customer accounts.

• Knowledge of Telecoms and VOIP, including WebRTC and SIP, is preferred.

🏝️ Benefits

• Competitive compensation.

• Generous time-off policy.

• Comprehensive parental and wellness leave.

• Healthcare coverage.

• Retirement savings plan.

• Support for volunteering and donations.

• Remote-first work environment.

• Possible holiday coverage on a stipend basis.